IT Desktop Support for Faculty/Staff Computers

IT strives to provide standards-based services so that the widest choice of operating systems and client applications can be used to access services such as email, the portal, etc. However, because funding is available for only a small number of desktop support technicians and other resources, we are obliged to focus in-depth support on a constrained set of systems. Over time, as resources increase, and under the guidance of the IT Advisory Committee, we will expand our coverage.

While we will attempt to resolve all issues on a best-effort basis, the availability of training, support contracts, and resource constraints effectively limit the help we can provide in many situations. The desktop support summary table outlines what services are offered. We provide onsite assistance on the main campus, Castle, Mondo, the Promenade, and the Fresno center; remote support only is available for Bakersfield, Yosemite (Research Station), and Modesto (GVC).

Most requests for support are handled via the Help Desk via email (helpdesk@ucmerced.edu), telephone (209-CAT-HELP), or walk-in (COB 132a). Desktop support technicians will be dispatched for requests that cannot be resolved by the Help Desk. While we're not always able to meet our goals during high volume periods, our target for most requests is a resolution within 3 business days, with a technical support person making an initial contact within one business day. We try to respond to high priority requests within 4 hours, and emergency situations within 30 minutes to 2 hours. In case of urgent requests, be sure to establish the priority with the Help Desk staff, but be aware that while technicians are responding to urgent requests, previously scheduled work for other users will be delayed.

Desktop technicians may also be available to help you during what we call IT Sweeps. On a rotating basis, they schedule extra time in different locations, and will both perform scheduled work and seek out other users who may need assistance, even if they haven't contacted the Help Desk.

Information About New Operating Systems

Remote Access (VPN) Setup

Configuring popular email programs